Patient Care Coordinator (PCC)

PS2 is recruiting on behalf of Charlottesville Plastic Surgery, please make sure to follow up through really.

This position serves as the concierge of the practice, guiding patients through surgical pricing discussions and coordinating surgery scheduling. The ideal candidate is warm, sincere, and enthusiastic, with excellent communication skills and the ability to multitask while delivering top-tier service. Attention to detail, strong written and verbal communication, and computer proficiency are all essential for success. This is more than a customer service or sales position—we’re looking for someone who can track key data throughout the month, identify trends, and lead meaningful conversations about how to grow the practice. Experience in plastic surgery is a plus.

During the interview, candidates will be asked to talk in detail around their experience in a sales role and provide examples on pipeline management and data analysis.

Essential Responsibilities:

- Answer phone calls and website inquiries from prospective patients

- Educate patients about procedures

- Manage the patient experience and the daily schedule

- Accompany physician during exams if a chaperone is needed

- Present fee quotes to patients for cosmetic surgery and other procedures

- Follow-up with patients after their consultation

- Ensure patient photos are placed in the chart after consultation, and after surgery; assist physician with photos as needed

- Coordinate surgical scheduling: schedule surgeries, patient pre-operative paperwork, H&P, examinations, and lab work, confirm written consent for procedures, and collect final payments three weeks prior to surgery

- Collect and log patient payments and deposits

- Track all leads in a professional reportable fashion; generate monthly reports and summaries for meaningful review

- Calculate the practice’s Patient Acceptance Rate (PAR) of inquiries to consultations and consultations to surgeries each month

- Initiate and/or implement practice enhancement programs—track revenue and discuss progress with the surgeon/manager

- Send information to those who schedule and those who don’t

- Monitor surgical schedule with a goal of using 85% of block time

- Understand patient concerns and handle them appropriately

- Ensure marketing information capture tools are understood and used by all staff, and that staff are trained properly in using marketing collateral

- A “can-do” attitude, shows initiative and willingness to adopt to change

- Monitor and coordinates the “no show prevention” program

- Maintain and updates the patient marketing materials, outlining information about the surgeon, skin care, and the entire practice

- Create targeted marketing initiatives and specific mailings (print or digital) about other services and the skin care program

- Maintain relationships with key referral sources—take them to lunch, send cards and gifts when necessary

- Represent the practice at health fairs, makes presentations at women’ groups, and actively promotes practice services in the community

- Monitor results of patient satisfaction surveys

- Coordinate events—arrange room, food, information to be distributed—then follow up with attendees on the phone or in writing; track and report event ROI

- Maintain before and after photo galleries—make suggestions to the surgeon about which patients to add

- Assists with front desk duties as needed

- Neat, professional appearance

- Maintain proficiency with software and Internet applications

- Maintain patient confidentiality by following the HIPAA Compliance Plan established by the practice; releases PHI in accordance with the practice's HIPAA Compliance Plan, attends regular HIPAA training, maintains data security by refusing to share computer and other passwords, and reports all identified and suspected HIPAA violations to the Privacy Officer

- Attend ASPS, ASAPS, ASPSP, KZA training or other educational courses as requested

- Meet with the surgeon monthly to discuss which patients did not book surgery and their reasons why, and review meaningful data

- Perform all other tasks requested by the surgeon or manager

Disclaimer: This list is not exhaustive and may be changed at any time.

Access to PHI (Protected Health Information)

This position has the authority to access all PHI, although the nature of the job does not usually require daily access to it. The nature of this position's access to PHI may require review of computerized schedules, computerized medical records, computerized and paper-based billing and reimbursement data, patient referral forms, lab results, tests, and encounter form data in order to analyze information, resolve a patient's unpaid claim or bill, or address another managerial or administrative issue.

Job Type: Full-time

Pay: From $25.00 per hour

Expected hours: No more than 40.00 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $25